Junior IT Service Desk Analyst Newcastle upon Tyne, England
Job description
The post holder will be required to: work in the Service Desk team as part of a 24 hours support model consisting of 37.5 hours per week on a varied shift pattern. In this capacity the post holder will be responsible for all of the activities associated with dealing with customer queries and system stability from the time a call is raised until it is closed with the customers agreement. These activities include: (but are not limited to) Receiving calls, first line customer liaison. Recording and tracking incidents and complaints.
Keeping customer informed on request status and progress. Making initial assessment of incidents and requests, attempting to resolve them first-time or refer onto supporting teams (e.g. technicians, application support teams, National Service Desk or third party suppliers), who can resolve based on agreed service levels. Monitoring and escalating incidents and requests relative to the appropriate SLAs.
Closing incidents and requests. Carrying out daily tasks within the Service Desk function. As a flexible working friendly organisation, we want to be sure that you can work in a way that is best for us and for our patients, and for you. Speak to us about how we might be able to accommodate a flexible working arrangement.
If it works for the service, we will do our best to make it work for you. Please note it is a requirement of The Newcastle upon Tyne Hospitals NHS Foundation Trust that all successful candidates who require a DBS for the post they have been offered pay for their DBS certificate.The method of payment is a salary deduction from your first months pay.
